Main Duties- The following is a non-exhaustive list of responsibilities and areas of ownership of a Quality Manager :- Monitor deliverable performance on accounts managed by Program Squad(s) on which they are assigned. Flag and action areas of delivery that are performing beneath client thresholds.- Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining client-facing quality-relevant documentation relating to language quality.- Adapt existing quality frameworks to ensure they are able to satisfy customer needs.Escalate to leadership where existing frameworks are not fit for purpose and influence the creation of new, fit-for-purpose quality frameworks.- Work with Learning and Development team to ensure efficacy and maintenance of all available training, regularly reviewing performance data linked to learning content.- Customer point of contact for all quality-related matters.- Action when necessary to ensure quality SLA (client or Welocalize) is being met.- Monitor and flag deliverables performing beneath defined thresholds.- Initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed. If QIP is deemed unsuccessful, inform Program team accordingly.- Ensure and execute and / or coordinate regular quality measuring for clients with LQA SLAs / commitments.- Regularly prepare and present quality reporting to clients as needed.- Support the development of customer initiatives, internal initiatives, or new processes. Assess current processes to drive process improvements.- Where required, train suppliers on customer and customer-specific tools.Experience- Proven experience in fast-paced, client-centric, data-centric environments.- Experience and proven track record in data structures, queries, and analysis.- Knows well the principles and practices used withinQuality.- Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.- Knowledge of the AI data services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.- Strong in problem-solving with attention to time constraints while being accountable for the quality of the deliverables.- Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.- Problem-solving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable.- Solves standard situations independently and in line with company policies and procedures.- Can work within a team, contributing to the team's success, or work independently as needed.- Ability to prioritize ongoing projects based on business needs and urgencies that can arise.- Excellent communication skills (written and verbal, fluent in English).An additional language at a fluent level(both verbal & written)preferred.- Experience with partner and customers direct communication would be an advantage.- Experience in Agile Methodology and / or Lean Six Sigma is an advantage.- Supervisory Responsibilities :- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.- The role may manage a team or serve as a contact for external resources.- Responsibilities may include interviewing,hiring, and training employees; planning, assigning, and directing work; appraising performance;rewarding and disciplining employees; addressing complaints and resolving problems.Key Competencies- Is a strong Listener and effective Collaborator .- Understands the importance of Objective & Key Results (OKRs) and is Results Orientated.- Actively drives Performance and Delivers results.- Proactively develops clear solutions to complex problems.
